HP Pavilion x360 mute button stuck "on"

[YHOMMY]

The mute button on the keyboard was stuck in the "on" position with the light on . There is no change when I push the mute button and the volume symbol on the screen stays on X.  I habe tried uninstalling my sound card in Device Manager and restarting, but that didn't work. Also, I performed factory reset and no sucesss.  Please I will appreciate any ideas or solution

[sandytechy20]

@YHOMMY

Thanks for taking an interest in the HP Support Forums After reading your post I see that the mute button is stuck on your notebook. I will be a delight to assist you here.

Superb analysis and brilliant diagnosis of the issue before posting. 🙂  Kudos to you on that score.:)

For better clarity and to assist you better I would require more information regarding this:

• When did this issue start?
• Did you do any changes to the notebook?

Meanwhile

Uninstall the driver in device manger and update it:

- In Windows, search for and open Device Manager.

- In the list of devices, look for Audio and expand the list

- Right-click the driver and select Update Driver Software.

- Click Search automatically for updated driver software.

- Follow the on-screen instructions to install the updated driver.

- Restart your computer to complete the installation of the updates.

Update the BIOS and Chipset from HP Support website.

Use this link to download: http://hp.care/2Iz1tc9

Let me know how it goes.

Cheers.

[YHOMMY]

The issued started over a week ago after I turned on my notebook and I have  did not make any changes. I have tried all the steps you suggested multiple times  but the problem is not resolved. it is very frustrating and I can't just figure out what the problem might be.

[sandytechy20]

@YHOMMY

Thanks for the reply.

I appreciate your time and effort.

I understand the issue better now.

Follow the below steps to fix the issue:

• Windows Audio is a Windows service that manages audio for Windows-based programs. If at all this service is stopped due to any reason, audio devices will not function properly.  
  To fix audio services, open the run command and launch services.msc.  

• In the services window search for Windows Audio and right-click on it to select Start to start the audio service. 

• And ensure the Startup Type is set to Automatic. 

• Click Apply and OK. 

Restart the computer and check if it works. 

If the issue persists, try the steps mention on this link: http://hp.care/2xSAkeK

Let me know how it goes.

Cheers.

[YHOMMY]

Thank you for your prompt response on this issue. I tried the steps you suggested and the window audio output already running and automatic. I did restart it to see if it will work but no success. I am attaching the screenshot of my notebook maybe it will help to see what the problem is actually is. Thank you

[A4Apollo]

Hi @YHOMMY, I am the Mr.Robot. It looks like you were interacting with @sandytechy20, but he is out of the office today, so I'll take over from here.

I appriciate your efforts for writing back to us.

As you mentioned the issue still persists after trying out the steps.

Try the steps recommended below.

First, uninstall the audio driver from device manager and install the latest audio driver and BIOS on your PC and check if it helps.

Please update the audio driver using this link: http://ftp.hp.com/pub/softpaq/sp78501-79000/sp78953.exe

Update the BIOS using this link: http://ftp.hp.com/pub/softpaq/sp85501-86000/sp85563.exe

Also, try the steps recommended below.

Go to Windows Device Manager > Sound, video and game controllers section.
In the list of audio device drivers, look for Realtek High-Definition Audio. This is the device driver for BeatsAudio (a little bit sneaky, wouldn’t you say?).
Right-click and select Disable. The downward arrow displays on this driver, indicating it is disabled. (NOTE: At this point, you won’t be able to play any music files.)
Right-click and select Update Driver Software.
Select Browse my computer for driver software.
Select Let me pick from a list of device drivers on my computer.
You should see a window that says Select the device driver you want to install for this hardware. NOTE: If you see a window that says something like This is the best driver for this device, exit the window and repeat steps 4, 5, and 6.
In the Model box, highlight High Definition Audio Device (this is the substitute audio device driver) and click Next.
At the Update Driver Warning window, click Yes. You should see a confirmation window with High Definition Audio Device displayed. Click Close.
In the list of audio device drivers in the Sound, video and game controllers section, you’ll notice that the High Definition Audio Device now displays instead of Realtek High-Definition Audio.
At the prompt to reboot, click Yes.

If the issue still persists try the steps recommended below.

background intelligent transfer service (BITS) transfers files (downloads or uploads) between a client and server and provides progress information related to the transfers. If the BITS service is turned off, windows update may have problems delivering files to your computer.

Make sure that Windows Audio service is started.

a. Click Start, type services.msc and press Enter.

b. Double-click "Windows Audio" service.

c. Click the Log On tab.

d. Click Local System account, and then click OK.

e. Right-click "Windows Audio" service, and then click Start.

f. Follow the same steps for "Windows Audio Endpoint Builder" service.

Start the BITS service click start, and then click run.

Type services.msc in the open box and then click ok.

Right-click background intelligent transfer service, and then click properties.

On the general tab in the startup type box, click Automatic, and then click apply.

In the service status section of the properties dialog box, verify that the BITS service is started. if it is not started, click start.

Click apply, and then click ok.

Also, try running a system diagnostics test on your PC and check if the hardware components on your PC are functioning correctly.

Refer this article to know more information about running system diagnostics on your PC.

If the issue still persists uninstall the audio driver from device manager and install the drivers using HP recovery manager.

Refer this article to know how to restore drivers using HP recovery manager.

If the solution provided worked for you, please mark accepted solution for this post.

Let me know if this works!

Have a great day! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

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